e-Commerce Operations Category Lead

The Operations Category Lead assists the e-Commerce Supervisor and Department Leads in the efficient operation of Goodwill SoCal’s production activities within an assigned category by providing day-to-day operational oversight of Associates. This role ensures established goals related to sales, order fulfillment, customer service, safety, payroll, and expense control are met through consistent execution of operational workflows, marketplace standards, and adherence to Goodwill Southern California policies and values.

Essential Duties & Responsibilities

Operations & Fulfillment Quality Control

Maintains working knowledge of assigned category level e-commerce operations workflows, including order processing, shipping, and fulfillment activities.
Perform routine checks to ensure order accuracy, proper packing, and adherence to established fulfillment and marketplace standards.
Perform daily Operations Associate duties as needed to support workflow continuity and on-time order fulfillment.

Team Leadership & Performance Management

Provide day-to-day operational oversight of Associates within assigned categories to ensure tasks are completed accurately, safely, and on schedule.
Assign work, monitor workflow, and follow up to ensure operational standards and fulfillment expectations are met.
Observe Associate performance and provide real-time guidance and coaching to support operational effectiveness.
Communicate performance observations, attendance concerns, and operational issues to the Supervisor or Management team as appropriate.
Supervises the functional and operational work of 5-10 staff.

Customer & Marketplace Support

Perform seller-side functions of assigned e-commerce sales channels in accordance with marketplace policies and standards.
Under the guidance of the Department Lead, respond to customer inquiries and resolve concerns in a timely and professional manner.
Share customer feedback with the e-commerce operations team to support service improvements and issue resolution.
Understand and follow marketplace fulfillment timelines and service-level expectations.

Inventory, Equipment Material Handling

Under the guidance of the Department Lead, ensures inventory management systems accurately support production tracking and merchandise flow.
Assist in maintaining inventory rotation practices within assigned categories.
Load and unload trucks and assist with material handling as required.
Support the maintenance of operational equipment, tools, and workspaces to ensure safe and efficient operations.

Safety, Compliance & Risk Awareness

Promote a Safety-First culture by modeling safe work practices and reinforcing established safety procedures.
Monitor work areas for potential hazards and promptly report safety concerns, incidents, or unsafe conditions.
Ensure proper use of equipment, PPE, and safe material-handling techniques, including lifting practices.
Maintain clean, organized, and hazard-free workspaces and support completion of required safety training.

Education & Experience

1 year of supervisory experience.
1 year of e-commerce experience.
High school diploma or general education degree (GED) preferred.
Shift flexibility and overtime when needed.
Ability to handle confidential information.
Ability to work with minimal supervision.
Punctual and dependable attendance.
Free from alcohol and drug abuse.
Understands the basic philosophy of Goodwill and participates fully in carrying out its mission.
Adheres to Goodwill’s values of Respect, Integrity, Service, & Excellence.
Must have basic experience computer programs in a Windows environment, including Word, Excel, Teams and E-mail.

Pre-Employment Testing

Drug Screen 8 Panel
Background Check
Employment Verification

Skills

Background Investigation, Coaching, Customer Support/Service, Customer/Client Research, Equipment Maintenance/Repair, Inventory Management, Loading/Unloading, Operational Support, Operations, Operations Management, Operations Processes, Order Processing, Order/Customer Fulfillment, Organizational Skills, People Management, Performance Management, Philosophy, Problem Solving Skills, Production Control, Production Support, Project Tracking, Quality Control, Resolve Customer Issues, Risk, Safety Compliance, Safety Training, Sales, Set Goals, Substance Abuse, Team Lead/Manager, Time Management, eCommerce, eCommerce Sales